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Investigating the Nature of Expectations and Its Influence on Attitudes Towards Malaysian Government E-Services

Investigating the Nature of Expectations and Its Influence on Attitudes Towards Malaysian Government E-Services

Meng Seng Wong, Stephen Jackson
Copyright: © 2021 |Volume: 17 |Issue: 1 |Pages: 17
ISSN: 1548-3886|EISSN: 1548-3894|EISBN13: 9781799859666|DOI: 10.4018/IJEGR.2021010103
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MLA

Wong, Meng Seng, and Stephen Jackson. "Investigating the Nature of Expectations and Its Influence on Attitudes Towards Malaysian Government E-Services." IJEGR vol.17, no.1 2021: pp.31-47. http://doi.org/10.4018/IJEGR.2021010103

APA

Wong, M. S. & Jackson, S. (2021). Investigating the Nature of Expectations and Its Influence on Attitudes Towards Malaysian Government E-Services. International Journal of Electronic Government Research (IJEGR), 17(1), 31-47. http://doi.org/10.4018/IJEGR.2021010103

Chicago

Wong, Meng Seng, and Stephen Jackson. "Investigating the Nature of Expectations and Its Influence on Attitudes Towards Malaysian Government E-Services," International Journal of Electronic Government Research (IJEGR) 17, no.1: 31-47. http://doi.org/10.4018/IJEGR.2021010103

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Abstract

This paper investigates the nature of expectations and its influence on attitudes towards government electronic services (e-services) in Malaysia. Based on a discussion of findings from in-depth focus group studies with government providers and users of e-services in Malaysia, a conceptual model is devised which explores both the extrinsic and intrinsic forces (in the form of e-government stimuli) influencing the articulation and actualization of stakeholder expectations, which can sway attitudes toward e-services. Key contributing factors (e.g., technological issues, managerial/institutional challenges, resource constraints, user needs), which have inhibited the extent of benefits realization when using e-services are explored. The model also introduces the concept of situational context—the importance of considering e-services in relation to its specific setting or circumstances at play.

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